Call Flow – Caller Dials Toll Free Number

Example One – Call stays within Call Center it
first arrives at

In this example the caller dials a Toll Free Number to
check their order status. ICM routes the call and it is answered by the IVR. The
customer checks the order status and has a question, zero is pressed and the
call is sent to an agent at the same site. There are two processes in the call,
Pre Route and Post Route.

The next page shows the call in graphical format and
numbers in RED may be referenced to the above
chart.

The drawing is a “functional” diagram and may not fully
reflect the detailed interconnection of the equipment. Calls between sites (back
office), i.e. Los Angeles to Baltimore, using the AT&T SDN network are not
shown. The Houston site is for Disaster Recovery and this site, the routings in
the AT&T network, and other details of this site are not part of this document.
This document covers only calls to the main toll free number.

Note: (VENDOR) was involved in the development and
installation, after installation the (VENDOR) responsibilities were taken over
by STRAIGHT ARROW. After the SCMI Contract is assumed by STRAIGHT ARROW the SCMI
Responsibilities will be taken over by STRAIGHT ARROW.